Associate Customer Support Engineer

| Greater NYC Area | Hybrid
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Location: At the moment, we are all working remotely. However, this position will be based in New York once we are back to working in-person.

About OpenFin

OpenFin is a fast-growing financial technology company backed by the world’s largest banks and most respected Fintech VCs, including J.P. Morgan, Barclays, HSBC, Wells Fargo, SC Ventures, Bain Capital Ventures, DRW, Nyca Partners, and Pivot Investment Partners.  OpenFin modernizes and democratizes app development and distribution in the finance space. We provide a secure OS that brings a fast and intuitive app experience to the financial desktop. Built on Google’s Chromium and GitHub’s Electron open source projects, OpenFin combines native experience, data sharing, lightning-fast distribution, and robust security with an agile web development and deployment model to accelerate digital transformation and innovation. OpenFin is used by thousands of developers to deploy and run more than 1200 apps at more than 1500 financial institutions.

About the Role

We are looking for an Associate Customer Support Engineer to join our Customer Success team, offering support to our customers development teams leveraging web technologies to build applications for the Financial Industry.

In this role, you will help understand our customers technical requirements, provide technical solutions, manage client communications, analyze log files, examine client code and partner with our senior engineers to provide solutions.  Your influence and thoughtful technical expertise will assist clients (from developers to senior management) in demonstrating OpenFin capabilities while providing direction on how other industry leaders are approaching similar implementations.  Through your efforts, you will help establish OpenFin as the leading web-based platform for the financial desktop.

Responsibilities

    • Customer Service: Assume ownership of inbound queries associated with usability and potential issues associated with a customer's OpenFin implementation. You’ll work closely with our customers to provide a professional, responsive and comprehensive approach to resolving their queries. You’ll build and maintain collaborative relationships with customers and eventually be viewed as a go-to individual amongst customers.
    • Technical Support: Analyse and troubleshoot customers issues through targeted questions to quickly understand root causes. By recognizing our customers' implementation requirements and blocking issues, you’ll leverage standard escalation procedures to raise awareness with the appropriate internal teams. 
  • Ticket Resolution: Ensure tickets in our Support ticketing system are well documented with details discovered through customer conversations. Actively maintain your ticket queue through active analysis on ticket status and customer follow ups. Properly catalogue tickets with meta-data to assist OpenFin Support, Product and Engineering teams the ability to make more informed decisions.   
  • Content Creation
    • Develop reusable tutorials and examples that address common OpenFin implementations at scale. 
    • Create developer documentation referencing OpenFin & Web best practices and thoughtful integration approaches. 
    • Grow our Support Knowledge Base through origination and maintenance of technical articles.

What We’re Looking For

  • You have exceptional interpersonal and customer relationship skills
  • You have excellent communication skills and are comfortable conversing with a range of different audiences.
  • You have a passion for assisting others through troubleshooting, triaging and discovery. Your passion extends into applying a range of technical approaches and solutions to achieve desired outcomes. 
  • You are experienced in web development technologies (HTML5/CSS/JavaScript) and frameworks (React, Angular), with a desire to broaden your knowledge base.
  • You are comfortable navigating competing demands and easily context shift as priorities change.
  • You are excited about an opportunity to learn new technologies and their operational usage in the Financial Industry 
  • You have an interest in web development and technology, and how new standards can help build richer applications.

Life at OpenFin

At OpenFin, our mission is to stay on the cutting edge of web technologies and to enable our customers to do the same. While we are currently remote, we pride ourselves on our friendly, diverse, understanding office culture. Our goal is to create a space where employees can learn and innovate, and overall, have a good time doing it. Our employees have a diverse set of interests and experiences, and we encourage you to explore those interests and share with us! We have regular happy hours and social events. Our offices and our employees are conducive to a productive learning experience -- all the while creating innovative and compelling solutions for our clients.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • HTML5Languages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • CypressFrameworks
    • Next.jsFrameworks
    • Node.jsFrameworks
    • React NativeFrameworks
    • FigmaDesign
    • InVisionDesign
    • SketchDesign
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • MailChimpEmail
    • ApolloLead Gen
    • SlackCollaboration
    • ZoomCollaboration

Location

Our NYC headquarters can be found in the heart of the financial district. We have a fantastic office space located on the 35th floor, with amazing city views and a private balcony that is often used for gatherings. We also offer a fully stocked kitchen that includes unlimited coffee and beer on tap!

An Insider's view of OpenFin

What are some social events your company does?

We hold weekly Zoom happy hours (which we'll hold in person when we're able), Daily "Small Hands" (15 mins where individuals across the company present on topics of interest), a yearly offsite, and regular team outings / dinners.

Mitra

Global Head of Marketing

What projects are you most excited about?

Prior to OpenFin, I worked at a big financial company for many years. OpenFin provides a totally different experience; I can see the product life cycle as a full picture. I love to see how issues I solve directly help our customers.

Li

Software Engineer

How has your career grown since starting at the company?

I knew from Day 1 exactly how I would add value and what were the things I could start implementing right away. I don't think I have seen such a quick turnaround of things that started as small ideas in my head, got bumped up to someone and then rolled out to the company.

Helen

People Ops Manager

What unique initiatives do you have that encourage innovation?

We've developed the OpenFin Incubator -- a rotating group of engineers from different teams that spend 2 week sprints specifically assigned to solving some of our most challenging business problems.

Steve

CTO

What kinds of technical challenges do you and your team face?

We are solving very interesting technical problems and you’d be really hard pressed to find another company our size that is dealing with those problems. As a person who enjoys working on and solving technical problems, we’re put in positions where we have to solve something that no one in the world is solving. We constantly experiment and learn.

Ricardo

VP of Engineering

What are OpenFin Perks + Benefits

OpenFin Benefits Overview

Generous time off and benefits: PTO, sick time, flexible working hours, company equity, and 401k plan administration. We also offer comprehensive health insurance coverage for you, your spouse, and your dependents.

Culture
Partners with nonprofits
We have partnered with Code Nation for many years and count a few alumni in our ranks.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
In-person all-hands meetings
Flexible work schedule
Remote work program
Diversity
Mandated unconscious bias training
Diversity employee resource groups
OpenFin has recently launched an OpenFin Women's Group and is in the process of supporting and rolling out additional groups.
Hiring practices that promote diversity
OpenFin is dedicated to reducing bias from its hiring process and has put multiple processes in place to reflect that. OpenFin also has diversity goals that stretch across multiple departments.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
Company equity
Charitable contribution matching
The company holds regular matching campaigns associated with causes.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
OpenFin regularly offers paid time off for employees to volunteer with our non-profit partners.
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
We're dedicated to supporting you in your career development.
Lunch and learns
OpenFin hosts lunch and learn meetings once per month.
Promote from within
Personal development training

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